Customer Ecosystems

  • Identifying the RIGHT Customers for CABs

    You Want Customers with Insights and Passion for the “Jobs” They Do

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    Whom should you invite to be on your Customer Advisory Board? The answers may surprise you. Try recruiting insightful, strategic thinking end-users rather than purchasers or decision-makers.
    Aug. 21, 2015
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  • Angie’s List Doesn’t Arm Its Front-Line Troops

    Don’t Ask for Customer Feedback if You Don’t Know What’s Going On

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    A recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on!
    Apr. 16, 2015
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  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
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  • Educating a Generation of Change-Makers

    Meet Some Graduates of URDT’s Breakthrough Curriculum

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    For over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our world.
    Nov. 14, 2014
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  • 10 Requirements for Personal Information in Health & Fitness Apps and Patient Portals

    Personal Health Records Will Flip Control in the Healthcare Industry from Payers to Patients

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    Customers want control over their health and medical information. What’s needed for a new wave of health & fitness apps? 
    Sep. 11, 2014
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  • A Community Fights for Its Right to Healthcare

    Customers Enlist Regulators to Preserve Services In Boothbay, Maine

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    Elderly healthcare customers on the Boothbay peninsula in Maine are seeking help from Maine’s Health & Human Services’ regulators to keep 24-hour services local. MaineHealth requires seniors to drive dangerous roads at night for help.
    Aug. 22, 2014
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  • The CaringBridge Customer Ecosystem

    Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

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    CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
    Aug. 8, 2014
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  • 10 Characteristics of Customer-Centric Execs

    How Many Do You Embody?

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    Here are 10 characteristics that every customer-centric executive should demonstrate. They range from having a customer vision to monitoring what matters to customers. How well do you stack up?
    Jul. 17, 2014
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  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

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    Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
    Jul. 10, 2014
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  • How Amazon’s Fire Phone Enhances Its Customer Ecosystem

    Firefly Lets You Manage the “Internet of Things”

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    Amazon’s Fire Phone is a significant boost to Amazon’s customer ecosystem. Mayday—24x7 customer service on your phone—sets a new bar. Firefly—identify an object and take actions—puts control of the “Internet of Things” in Fire users’ hands.
    Jun. 27, 2014
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  • The Customer Revolution Is Coming Back!

    Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives

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    The next customer revolution is upon us. We will regain control of things that matter most in our lives: our government, our financial well-being, our health, our jobs, our privacy, and our access to the Internet.
    Jun. 12, 2014
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
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  • Recovering from the Crisis of Missed Holiday Deliveries

    How Well Are Etailers and Shippers Dealing with Customers’ Anger?

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    With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?
    Jan. 10, 2014
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  • Cloud Computing in 2015

    End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations

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    Customers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready?
    Dec. 13, 2013
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  • How Valuable and Sustainable Is Twitter’s Customer Ecosystem?

    What Is a Twitter End-Customer Worth to Investors?

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    Twitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform.
    Nov. 22, 2013
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  • Why the Healthcare.gov Insurance Exchange Bombed

    Policy Makers Insisted on a Customer-Unfriendly Workflow

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    The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.
    Nov. 7, 2013
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  • Secret to Successful Customer Engagements

    Beware of These Four Things that Will Doom Your Customer-Centric Initiatives

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    If you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls.
    Sep. 27, 2013
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  • Four Reasons Why Customers Prefer Twitter for Customer Service

    Quick Response, Fast Action, Public Shame, & Instant Updates

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    Twitter is becoming the preferred customer service channel for many people. But many companies aren’t paying attention. Providing good customer service on Twitter could differentiate your firm and reduce support costs.
    Sep. 19, 2013
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  • Lumosity Harnesses 45 Million Brains

    A Customer Ecosystem Focused on Improving Our Brains’ Performance

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    Lumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance.
    Sep. 6, 2013
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  • Owning the Customer’s Total Experience

    A Success Story for a Company that Didn’t Let a Customer Down in a Time of Need

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    When you fail to make sure that your customers have a great and successful experience, whether or not you are in control, you risk losing their business and hurting your brand. But ensuring your customers are successful reaps rewards!
    Aug. 15, 2013
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